Customer Experience Manager (EMEA)

Customer Experience Manager (EMEA) Apply About Kinetic At Kinetic we’re redefining operational excellence in higher education, conferencing, and events. As the leading provider of software solutions for student accommodation, event management, catering, and residential services, we help institutions streamline operations, elevate customer experiences, and unlock their full potential. With over 25 years of experience and trusted by more than 350 institutions worldwide, our software empowers universities and venues to run smarter, faster, and more collaboratively. From bustling campuses to dynamic corporate environments, our technology adapts to the rhythm of each organisation — helping them thrive in a fast-changing world. But we’re more than just software. We’re a team of passionate problem-solvers, innovators, and collaborators who care deeply about our customers and each other. Our culture is built on empowerment, community, and continuous growth. We believe in giving people the tools, support, and freedom to do their best work — and have fun while doing it. Joining Kinetic means being part of a purpose-driven business where your ideas matter, your development is supported, and your impact is real. If you’re ready to help shape the future of operational technology in education and events, we’d love to meet you. The Role The Customer Experience Manager (CXM) looks after 40-50 EMEA Accounts with extreme ownership and accountability of the success and experience of each customer. A CXM’s typical week involves customer meetings, virtual or on site, supporting customers with product utilisation, success, and momentum on their account. You will work alongside the wider teams including Customer Support, Professional Services and Sales teams, to name a few. You may be supporting some customers remotely; however, this role also has the requirement and expectation to travel across UK, IRE and on occasion overseas. You will build strong relationships with Kinetic customers at all levels with the aim of ensuring customer satisfaction and minimising any form of attrition. You will have a consultative, customer-centric approach to the identification and implementation of solutions that meet the customer’s needs. What You’ll Be Doing The successful person is an essential part of the future success of this team. We’re not the type of business who provides a set of rules, we trust our people, we provide meaningful goals and we let them fly. In this role you’ll bring your personality, your flare for customer service and you’ll likely enjoy and be able to deliver the following: Have a strong, confident presence when leading account meetings which will help you to form strong relationships with contacts at all levels for your own dedicated accounts. Ensure progress and satisfaction through NPS and CSAT scores, consulting with Project Managers and Support Analysts if any projects and/or tickets are halted and have accountability on the progression and resolution of these to deadlines. Help drive your customers short to long-term plans and expand their use of the Kx product suite by understanding their challenges and suggesting solutions, passing leads directly to the Sales team to provide demonstrations and progress opportunities. Proactively offer and sell training to all customers, and specialise in an area of our product suite to deliver new starter training where possible. Understand any gaps in the market or improvements to products needed due to feedback from customers. Discuss feedback with the rest of the Sales and Products teams to help shape the product development roadmap. Collaborate with the rest of the business team to share industry knowledge, customer feedback and new ideas. Ensure all customer interactions are logged in Salesforce and understand the importance of this activity, ensuring accurate data and audit is available for business insights. What You’ll Bring Core Skills & Experience A minimum of 3 years + experience of a customer experience, client services or account management role A proven track record of achieving targets would be adventurous A background in EdTech or Higher Education is desirable, but not essential Demonstrated proficiency with Microsoft Office Suite Basic knowledge of a CRM system is preferred but not essential Exceptional oral and written communication skills An individual with a curious, proactive nature, who is the voice of the customer Excellent planning, organisation and prioritisation skills Strong technical background and fluency with the ability to learn new products quickly Must be proactive and capable of producing quality work with minimal supervision Benefits & Perks At Kinetic, we believe work should come with rewards that make a real difference. Here’s just a taste of what you can expect when you join us: 25 days holiday (plus bank holidays) - with extra days the longer you’re with us Two paid wellbeing days each year, with a budget to enjoy some time out with someone important to you Enhanced pension contributions to support your future Two paid days a year to give back through volunteering, charity work, or sustainability projects with our Green Team Salary sacrifice schemes for electric vehicles and cycle-to-work 24/7 access to our Employee Assistance Programme for confidential advice and support A full annual health check to keep you at your best A flexible benefits platform - from life assurance and learning opportunities to retail discounts and cinema tickets A genuine people-first culture where your growth and wellbeing come first Performance-related bonus scheme to reward your contribution Regular socials - from team get-togethers to all-company celebrations, with each department owning a budget for their events The opportunity to attend group conferences, away days and learning forums both in the UK and abroad - network with other talent We’ve created a welcoming office environment, with well-stocked kitchens offering free breakfast, fresh fruit, hot and cold drinks, and a range of tuck shop goodies to keep you fuelled throughout the day. Kinetic is an equal opportunity employer, fostering diversity and committed to creating an inclusive environment for all employees. Department Customer Experience Locations Milton Keynes Remote status Hybrid Yearly salary £40,000 - £45,000 Employment type Full-time About Kinetic Software Kinetic Software is a software engineering consultancy that designs, builds, and supports bespoke digital products. We work with organisations of all sizes to solve complex technical problems and deliver reliable, well-engineered software. Our teams work across the full product lifecycle, from discovery and design to development and long-term support, with a focus on modern web and cloud technologies. We partner closely with clients, embedding with their teams to build practical solutions that work in real-world environments. Founded in 1998 Co-workers 100+ Turnover 21M